Customer Feedback Analysis – A Natural Language Processing Approach

Course DateRegistration Closing Date Mode of TrainingCourse Status
13 to 14 Dec 202222 Nov 2022 Facilitated Learning (F2F) Ongoing

16 hours / 2 Days

9:00am to 6:00pm

Mode of Training:
Facilitated Learning (F2F)

Singapore Polytechnic

Course Introduction

Customer feedback serves as important sources of information for the businesses and organisations to reassess, re-plan and refine their products and services. 

The proposed course aims to impart essential ideas, concepts and skillsets in Natural Language Processing with an aim to applying these skills to analyse customer feedback data.

Course Objective

In this course, participants will learn to apply Natural Language Processing (NLP) techniques and tools in Python to derive useful insights from text-based customer feedback data. They will learn basic text pre-processing and apply this to recognize patterns in customer reviews and derive actionable insights through sentiment analysis and text summarization. The participants will also have the opportunity to apply the skillsets to a real data set, through a mini-project, towards the end of the course.

Course Outline

By the end of the course, participants will be able to: 
• Apply NLP techniques such as n-gram analysis, text visualisation using word cloud, and topic-modelling to identify key topics and derive hidden patterns from customer reviews
• Apply sentiment analysis and text summarisation to extract actionable insights from customer reviews

Topics to be covered

1. Introduction to Customer Feedback Analysis with NLP
2. Basics of NLP – Text Pre-processing with Python
3. Recognizing Patterns in Customer Reviews
4. Actionable Insights through Sentiment Analysis and Text Summarization

Suitable for

Data Analyst / Associate Data Engineer / Business Intelligence Manager / Business Intelligence Director

Minimum Entry Requirements / Assumed Skills and Knowledge

Basic knowledge about statistics and programming

Award / Certification / Accreditation

• Certificate of Attendance (electronic Certificate will be issued)
A Certificate of Attendance will be awarded to participants who meet at least 75% attendance rate

• Certificate of Performance (electronic Certificate will be issued)
A Certificate of Performance will be awarded to participants who pass the examination and meet at least 75% attendance rate

Full Fees (before GST): $670.00
GST payable for all funding-eligible applicants*: $14.07
GST payable for others: $46.90

Applicants/EligibilitySkillsFuture FundingSubsidised Fee (after GST)
Singapore Citizens aged 40 and above1$603.00$81.07
Singapore Citizens aged below 40$469.00$215.07
Singapore Permanent Residents and LTVP+ Holders$469.00$215.07
SME-sponsored Singapore Citizens, Permanent Residents and LTVP+ Holders2$603.00$81.07
Others (Full fees payable)$0.00$716.90

*As per SSG’s policy, the GST payable is calculated based on 7% of the baseline funding subsidy of 70%

Singaporeans aged 25 years and above may use **SkillsFuture Credit balance to offset respective course fees.

1Under the SkillsFuture Mid-career Enhanced Subsidy. For more information, visit the SkillsFuture website here
2 Under the Enhanced Training Support for Small & Medium Enterprises (SMEs) Scheme. For more information of the scheme, click here. To view SP’s list of similar funded courses, click here. Please submit the attached “Declaration Form for Enhanced Training Support Scheme for SME” together with your online application.

Funding Incentives

Please click here for more information on funding incentives.


Register Here

Eligible for SkillsFuture Credit
Terms and Conditions

*Please note that once the maximum class size is reached, the online registration will be closed. You may register your interest, and would be notified if there is a new run.

Application Procedure

1. All applications must be made via Online Registration at
Course fees can be paid by the following payment modes:

a) Credit Cards, Internet Banking, NETS (Not Applicable for company sponsored)
For e-payment using Visa/Master cards and Internet Banking, please click on the ‘Make e-Payment’ button on the acknowledgement page to proceed.

b) For NETS payment, you can pay at:
Singapore Polytechnic
PACE Academy

c) For payment via PayNow, please enter the UEN No. T08GB0056ACET and indicate the invoice/registration number. 

*With effect from 1 August 2021, cheque payment will not be available 

2. All successful applicants will be notified with a letter of confirmation via email.